Mary Portas, who recently critiqued garden centres at the HTA Garden Futures conference, will go undercover to expose customer service failings in larger chain retailers.
The Yellow Door retail consultant added, speaking to the Daily Telegraph, that customers don’t know how to complain about poor customer service:
"We are a passive nation in that way. We see it as rather embarrassing. I’m a complainer because I know what I’m able to ask for, I know the guidelines. I find it offensive that you can be in a shop and be ignored for 10 minutes."